Product Support Engineer Intern

Role Overview

SmartWinnr is an AI-powered sales enablement and coaching platform for regulated industries. We are looking for a proactive and detail-oriented Product Support Engineer Intern to join our dynamic team in Hyderabad. This is a hands-on technical role where you will work with product, engineering, and customer success teams to diagnose platform issues, support enterprise clients globally, build SOPs, and help make the product better every day.

Responsibilities

• Investigate bugs, examine logs, and isolate root causes for platform issue triage.
• Resolve tickets across global regions and meet SLA timelines.
• Liaise with product and engineering on escalations.
• Write runbooks, guides, and internal knowledge articles.
• Spot trends and reduce recurring ticket volume through data analysis.
• Test new features before release and flag edge cases for QA assistance.
• Create user-facing FAQs and help content.
• Suggest workflow fixes and process improvements.

Requirements

• Analytical mindset with the ability to read data and think before escalating.
• High attention to detail in logs and workflows.
• Deadline-driven approach to meet non-negotiable SLAs.
• Strong sense of accountability and ownership of client issues.
• Ability to work independently and as a collaborative team player.
• Strong written English for clear client communication.
• Ability to document processes and create SOPs.

Skills

• SQL
• Log Analysis
• SaaS
• Technical Documentation
• Troubleshooting

Benefits

• Hands-on exposure to an enterprise-grade SaaS product.
• Mentorship from senior engineers and Client engagement managers.
• Global support experience across regulated industries.
• Portfolio of SOPs, guides, and resolved real-world issues.
• Opportunity to convert to a full-time role based on performance.